Terms and Conditions

REPAIR PROCEDURE AND STEPS

TERMS AND CONDITIONS OF YOUR DIAGNOSTIC AND REPAIR.

FEEL FREE TO CONTACT US IF YOU NEED CLARITY OR HAVE QUESTIONS.

DIAGNOSTIC FEES

Free Assessment and a Quote are offered over the phone only, based on the symptoms described. No one likes surprises or price hikes in their repairs, hence we need to ensure there is no other damage on the device beneath what we/you see as a fault.

We need to take the device apart or/and diagnose the cause of the problem, to give you a more accurate cost.

This requires you to leave your device with us after we give you an idea of the cost, so we can identify the fault and start working on the repair.

Our Quote is an estimated cost based on similar repairs we do. Therefore, if there are other underlying issues, we will confirm with you and correct the repair quote before or during work. If you decide to cancel the repair or repair is not successful, the below fees apply.

  • 100$ – Diagnostic, Cancelation Charge for an Unsuccessful Repair of Devices/Laptops (valued under 2000$) and MacBooks (until 2016)
  • 200$ – Diagnostic, Cancelation Charge for an Unsuccessful Repair of Devices/Laptops (valued over 2000$) and MacBooks (after 2017)

ALTERNATIVELY, YOU CAN DONATE THE FAULTY EQUIPMENT FOR RECYCLING TO WAIVE THE FEE.

Please Note: We DO NOT provide a FREE DIAGNOSTIC!
We keep seeing that many customers think that not every laptop is worth the repair cost required to repair the issue they face and prefer to write off the equipment. So, to reduce the influx of such cases, we decided to display an estimate of the
repair cost of some of the regular repairs we get for Laptops, iMacs or Macbooks.
We advise your budget to meet the lower bracket of outlined costs, to avoid a diagnostic charge.

DATA STORED ON A FAILING OR ABOUT TO FAIL DRIVE/DEVICE

We will do our best to preserve your data. However, we cannot guarantee that your data will be intact if your storage drive is about to fail at the time equipment arrived or during a repair. Or if your device fails to turn on or display a picture due to underlying issues.

PLEASE BACKUP YOUR DATA BEFORE YOU BRING IT FOR A REPAIR TO AVOID 300$ DATA BACKUP FEES IF THE REPAIR IS UNSUCCESSFUL
AND THE DEVICE STOP RESPONDING!

Macbooks manufactured after 2018 come with T2 or M1 security chips, these chips are very sensitive to any kind of repair or replacement on the Macbooks. Something simple as battery replacement or screen replacement may trip their security and may require a system to be wiped and reset. This is another way Apple trying to phase out repairs on their devices and encourage people to buy a new one each time they fail.

Windows laptops that are connected to a Microsoft Account and have login passwords may have enabled BitLocker encryption. This encryption locks the data to the Motherboard and if Motherboard stops operating we cannot recover the data!

We won’t be able to back up the data after security has been tripped or the motherboard failed, hence ensure you opt-in for the extra backup option before any work is done or you back up the data before you bring it in!

What this means to you is that you need to constantly backup your data! Even before you bring it for any repairs!

If the equipment stores critical data that was not backed up and the system still turns on and responds, please discuss with us to get it backed up on an external drive for you before any work is done – a 300$ fee applies which includes 1TB USB drive set as Backup drive once the repair is completed. If the system is not turning on anymore, then you have not much choice but rather hope for a successful repair or go through the Data Recovery path.

CANCELLATION OF THE REPAIR

After the Diagnostic and work to be done are agreed upon, you cannot cancel the repair. Due to the parts being ordered and time invested in the repair process.

Once the repair has started, and you decide to cancel the repair due, to a price change, there will be a diagnostic/cancellation fee as described above

UNSUCCESSFULLY/CANCELLED REPAIRED DEVICE CONDITION

We cannot guarantee that equipment after a cancelled/unsuccessful repair, will be in the same condition as it arrived.

Specifically, valid for liquid damage or laptops that are about to fail.

They may not work entirely or may work partially after the repair attempt if they were about to fail before the repair attempt.

We may not be able to bring the device to the pre-repair/semi-faulty state after an unsuccessful repair attempt.

WORRIED ABOUT PROVIDING LOGIN DETAILS TO YOUR SYSTEM?

We voluntarily oblige with the Australian Privacy Act to ensure your data is not leaving the premises of your laptop/computer unless we need to reinstall the operating system and preserve your data between reinstalls. In such case, we store the data onto a temporary drive which gets securely wiped between data transfers.

For any other cases, we are not interested in customers’ data, and are not willing to jeopardize our reputation by a data leak!
However, we need the login password to the system. We take apart a complicated device and need to ensure that all functionalities work as intended. To ensure that, we need to be able to log in and test functionalities such as charging, camera, keyboard and other modules.

If you are worried about providing login details for a still functioning machine, please create a second Administrator user account for us to test the system. This way you are ensuring that we cannot access your personal data.

Username: admin
Password: admin
Type: Administrator

For laptops that cannot turn on or operate: Unfortunately, there is no option but to provide the login details so we can test the newly installed or repair parts properly.

Note: Guest users cannot test most of the functionalities of the system, hence do create an Administrator account.

REPAIRABILITY REPORT/ INSURANCE QUOTE – Assessed Over Phone/Chat

If you have Home and Content Insurance and an accident on your device occurred within your home premises, you may be eligible for an insurance payoff for the repair of your device. Most companies will require a written report and quote for the repair, called an Insurance Report.

We can provide a written report to summarise the fault and provide a repair quote which can be then passed to the insurance companies. This can be done by assessing the damage over the phone/email/chat by sending clear photos/videos of the damage.

The cost for an Insurance/Techincal Assessment/Repairability Report or a Written/Official Quote is 100$.

We understand that you may have paid insurance for many years and have never claimed it. Perhaps, thinking that this is the best time to claim it for this Repair.
We would highly encourage you to check a case of a liquid damaged HP x360 we had recently and decide carefully if you would want to claim it as an Insurance Repair.

IT-Solve

REPAIRABILITY REPORT/ INSURANCE QUOTE – Diagnosed in Our Workshop

Some faults are too difficult to be Assessed over the Phone or via our Chat/Email system. In such cases, we need to run a diagnostic on the device by stripping it apart and testing individual components and parts for Repairability. Such process is considered Diagnostic and is subject to Diagnostic Fees, it is an additional cost to the cost of issuing a Repairabilitry Report (Insurance Report).

Steps followed in this process:

  1. Diagnostic of a Faulty or Failing Device – Identify faulty parts and components in our workshop
  2. Collect the 100$ Repairability Report Fee and send Repairability (Insurance) Report by email to the customer
  3. Customer’s Decision of leaving the device while waiting for the Insurance Outcome
    • If the customer picks up the Device while waiting for the Insurance outcome Diagnostic Fees apply
    • If the customer leaves the device while waiting for the outcome No Diagnostic Fee applies
  4. Customer Notifies us of the Insurance Outcome
    • Repair the device by bringing it back to us – If the customer has collected the device and paid the diagnostic fee and is under 30 days since the diagnostic has been performed. The Diagnostic fee will be deducted from the final repair cost
    • Repair the device – If the device was left with us while waiting for the outcome, we will proceed with the repair and NO Diagnostic Fee applies.
    • Write off the device – If the device was left with us we require the customer to pay the diagnostic fee in addition to the already paid report fee in order to collect the device. Alternatively, the customer can donate the faulty device for recycling to waive the Diagnostic fee.

Please Note: We cannot write off the device if the repair cost is below the cost of a replacement device.
We see some companies do that and it is an illegal practice, which jeopardizes their business license. We do not adhere to those practices!

ABANDONED EQUIPMENT

Abandoned equipment for over 60 days of a completed repair (successful or unsuccessful), will be disposed of if no arrangement in place is made.